ComplaintsforHomewood Suites by Hilton Corpus Christi

• Initial Complaint

  07/01/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We stayed at Homewood Suites by Hilton from 6/16 through 6/19. We had a series of issues with our stay. Attempted to resolve with the hotel and through our third-party booking agent, Priceline.com, and had no successes. First, they assigned us an occupied room when we checked in and we had to wait in the lobby for almost an hour when they were trying to get a room ready for us.Second, we found a tick on a bed sheet in the morning of 6/18 as shown. Complained to the front desk and asked to change the sheet. They did. But they threw our clothing on the floor and in the sink when they replaced the sheets.Third, the room had a very bad smell and made a very sharp squeaky noise whenever the A/C was one. Asked for a partial refund when we checked out and was told that the General Manager would call me back the next day. The manager never did. Talked priceline and requested a partial refund. They refused to provide any kinds of compensation.

• Initial Complaint

  05/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On April 26th I reserved a room thru Hotels.com for a 1 night stay at Homewood Suites in Corpus Christi with check in Saturday April 30th and check out May 1st and was given confirmation #*************. I checked in sometime between 4pm and 6pm at the front desk and was told my total amount due was $171.35 but that I hadn't been charged a parking fee of $20 but since I wasn't told about it that I would only be charged half so $10. I did not get the name of the lady at the reception desk, but she proceeded to let me know the amount owed was now $181.35, I then reached into my wallet and paid for the stay in cash with 2 $100 bills, which I proceeded to hand to the receptionist. She then goes to the back room behind a partition wall and comes back with a $20 and she hands it to me and says " We do not have change, so here's a $20", I took the change and was given the parking pass which I handed to my wife for her to place inside the car on the dashboard. The receptionist gave me a blank paper which she says was a copy to show I had a zero balance. I stayed the night and left the paper in my room when i checked out. I then noticed on Wednesday May 4th, 2022 that my debit card on file was charged $196.65. I proceeded to make contact with the hotel and spoke with ******* ( Asst **) and she advised me that they weren't taking in cash during the weekend because there was no cashbox so she would investigate and have the ** call me at 4pm. Having never received a call i called at 6pm and spoke to the ******************* and she was very dismissive and stated that it was impossible for them to receive cash. I advised her that i did hand the money to the receptionist, that a look into the cameras would prove the employee pocketed the money (my assumption). I believe this is to be a theft of service and improper handling of the matter. I would like a response as to why the cameras haven't been checked and my money back.

  Business response

  05/09/2022

  We have adjusted Mr. *************************** credit card **** ending **** for $196.65.

  Customer response

  05/09/2022

  Complaint: 17145725
  
  I am rejecting this response because: Hotel has not refunded back my money. I have had to file a claim with my bank and they have temporarily issued a provisional credit. Hotel has not provided any confirmation of refund in any way nor have I received any monetary deposit to my debit card. 
  
  Regards,
  
  ***************************

• Initial Complaint

  03/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  2/27/2022-3/7/2022 were the dates of my stay. I am requesting a refund of my stay due to the lack of management at this property. We are sub contractors working out of town and this hotel was the only one that was available with a kitchen. After the first night I noticed, ants and roaches in my room. After saying something to the front desk, nothing happened. The ants and roaches were still coming out at night. I would turn the lights on and they would scatter. After 3 days of reporting the same issue, NO ONE STILL DID NOTHING! The elevators didn't work during our whole stay, we carry 80lbs worth of tools up and down the stairs for 10 days. Only one working washing machine on the whole property for 300 plus rooms. *** machines broken on all floors, green pool and very filthy rooms. We would have left then and there (there were 3 of us staying at the hotel with the same issues, that were never resolved.) but due to spring break here in Corpus Christi, there were no suites available in the area for the amount of time we needed, till a week later. We would have left if there were other hotels that had suites/kitchens during this time, but there were none. Total spent just with me was $1138.50. After speaking with the manager on duty today 3/15/2022, the Gm basically said why didn't we go to another hotel. As I mentioned above, there were no other hotels in the area that had suites. The ones that were available were about 30 miles from were we need to be for work. I work hard for my money, as does everyone else, I just do not feel justified having to pay for an experience like this. We stay 280 nights out on the road for work, this is by far the worst hotel I have ever stayed in. Along with the two others staying we spent well over $8,000 for our stay. The lack of detail and accountability is UN-acceptable. I basically got the cold shoulder and was told tough luck on the phone today.

  Business response

  04/08/2022

  
  Thank you for advising us about a complaint you received concerning one of our former guests.  It is with regret we were not able to come to a compromise solution with the guest, and has resulted to this point.  
  
  The guest stayed with us for 10 days straight and he never had one complaint until after he checked out. I corresponded with the guest on around 03/15/22, and after he explained his issues, I ask him why he never ask to speak to the ** so his issues could be resolved or speak to one of the management team so we could find other accommodations.  We have great relations with other extended stay hotels that could have accommodated them had we been aware of his unpleasant stay he was experiencing with us.
  
  During the guest stay, he would correspond with one of our Managers and every time he was asked how his stay was going, he would say everything was good or everything was nice.  Every now and then he would request ***** sugar, but never once complained about his stay.  Great customer service is what we strive for, but it is difficult to accomplish if you are not aware of any issues.
  
  I was willing to compromise with him, and I offered him ****** Hilton Honor point which he was issued, and I believe he was issue another ****** as well.  I will be more than willing to reach out to the guest again to confirm he receive the points.  
  
  Thank you once again and if you have any other question, please contact me at your earliest convenience. 
  
  
  Thank you,
   
  *******************************, General Manager
  Homewood Suites by Hilton
  5201 ********************
  Corpus Christi, ** 78417
  Work: ************ 
  Fax: ************
  Cell: ************ 
  
  
  
  
  
  
  

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